Business and Report Writing Skills

Version 1.02008 Charles Sturt University, 2008

Acknowledgement:

Workplace Productivity Program (WPP) grant from DEEWR.Organisational Development Resources from Hedy Bryant, Narelle Marr and Judy Doulman. Business and Report Writing programs developed by Stacey Flanagan for CSU in 2007.Special thanks to Royal Melbourne Institute of Technology (RMIT) for permitting use of andreference to online resources.

This module will also be available as an online resource on CSU Interact in the later half of2008.

Charles Sturt University, 2008

Learning resourceOwnerVersion:Summary/Overview of changes

BusinessandReportWriting SkillsCarissa Michel1.0September2008

B u s i n e s s a n d R e p o r t W r i t i n g S k i l l s a t C S UV e r s i o n 1 . 0 2 0 0 8 LEARNING IN THE WORKPLACETo continue to reinforce your learning from this workshop, when you return to your team use the tablebelow to assist you to reflect on the concepts introduced. Your reflection may also incorporate other behaviours that you have observed from other leaders within your workplace as well. You should aim to identify at least 10 different situations.

As part of your reflection, identify some of your key strengths and opportunities for improvement in the way you apply business and report writing skills within the workplace. What steps might yoube able to take to improve your own practice?

What was the outcome? Describe this in terms of the characteristics of effective business and report writing.

What attributes of effective business and report writing did you display?

How have you applied this? Try to think of a specific work situation

report writing concepts

Effective business and

PROGRAM OVERVIEW

This program is designed to introduce some of the key concepts and skills supporting business and report writing at Charles Sturt University (CSU).

Although this program does highlight many important areas of business and report writing, further application of the concepts, principles and skills will help to refine and reinforce your practice. To this end, you are encouraged to expand your knowledge and skills by taking up work based or other, more formalised learning opportunities at the programs conclusion.

Program Objectives:

The key objectives of this program are to assist participants:

1.) To develop or continue their understanding of Business Writing, Report Writing andBusiness Reporting Language (BRL) at CSU;2.)Familiarisation with CSU Business documents, templates and current workplace practices at CSU;3.) Identify resources and strategies to help build greater business and report writingability.

ICONS

The following icons appear within this learning resource. They highlight important information as well as activities that can be completed:

These are the outcomes that relate to a section of the resource.

An Individual or group exercise.

A key message or important point

Self-reflection

This is a workplace activity

SESSION PLAN

Time 6-7 hoursActivityCritical Points

09.00 09.10Introduction andObjectives, session outlineTrainer and Training IntroEmergency Evacuation / housekeepingObjectives of session.

09:10 9.30Purpose of EffectiveWritingActivity (10 min plus discussion) What your messages reveal aboutyou and your company. Groups discuss, feedback and facilitator writes up on butchers paper.

09.30 10.30Different styles ofcorrespondence andCSU templatesIn this section we will discuss briefly the memo, email, business letters,business cases, minutes and agendas, as well as media releases. Examples of CSU templates are provided for all when available. LINK to CSU templates. Style manual: http://www.csu.edu.au/division/marketing/stylemanual/appli/lette rhead.htmlBusiness Case:http://www.csu.edu.au/adminman/leg/buscasetemp.doc.

10.30 10.40MORNING TEABREAK

10.40 11.00Writing for apurpose, getting started, planning.HANDOUT Key Points to writing a documentExercise Using the 5W-H Plan for Writing template formulate a plan for a new idea or proposal you have been thinking about discussing with your area and ask your group to review and give feedback. Key points whole group discussion by facilitator/participants.

11.00 11.30Ensuringprofessional documents.GRAMMAR: Quick grammar exercise (handout)HANDOUT Some basic Grammatical Ideas (Appendix 4)Writing Powerful and Engaging Sentences. Creating Logic and Flow Be clear, be concise, be complete, be correct, be concrete, be convincing, be courteous.

11.30 11.40Common BusinessLanguageDefine Common Business Language: Link to language document on GOVT website:http://www.finance.gov.au/publications/australian-government- information-interoperability-framework/common-business- language.html

11.40 11.55Effective EmailsHANDOUT: Appendix 1 Email Best Practice Guidelines, outlinepoints from presentation

11.55 12.30Reviewing andproofreading CSUstyles and standardsLink to Media website resources to help during the editing phaseincluding a glossary of terms and a Quick spelling guide: http://www.csu.edu.au/division/marketing/secure/csuonly/media_spelli ng.htmHANDOUT - Quick tips

12.30 1.00LUNCH BREAK

1.00 1.30RMIT exercise, Learning skillswebsite.Preview Workplace Activity - RMIT Interactive web resourceshttp://www.dlsweb.rmit.edu.au/lsu/content/4_WritingSkills/writing_tuts/business_%20english_LL/tips/index.html

Preview Workplace Learning activity: Student services learning skills website: http://www.csu.edu.au/division/studserv/learning/.

1.30 2.00Report Writing,purpose, planning, structureGo over structure of reports as per notes and DLS guidelines.Link to Project Status Report Template, other templates on PSCwebsite.

2.00 2.30InitiativesManagement Process at CSU. Representing Data Visually.Referencing Styles atCSU.Link to Initiatives Management Process at CSU online form:http://www.csu.edu.au/division/psc/initiatives/form.htm

Go over different examples of visual data, pros and cons . Go over CSU referencing doc Appendix 6: http://www.csu.edu.au/division/studserv/learning/pdfs/apa2008.pdf

Time 6-7 hoursActivityCritical Points

2.30pm 2.40Common abbreviations,quotations and admitting biases, quick tipsGo over as per manual, quick tips doc page 71

2.40 3.00AFTERNOON TEABREAK

3.00pm 3.15Critique your reportGroup Exercise Critique your report:

3.15pm 3.45Draft a brief reportGROUP ACTIVITY Draft a Brief Report Outline and if time thebeginnings of your report : Nominate a scribe to write on butchers paper. Group discussion to follow.

3.45 3.55Summary(Conclusion) and Application, further learningConclusion, key points from the dayGroup Exercise: What have you learned today that you can take back to your team and put into practice in your workplace?Further reading and resources. ANY Questions?

3.55 4.00EvaluationComplete evaluation forms

TABLE OF CONTENTS

LEARNING IN THE WORKPLACE3PROGRAM OVERVIEW4ICONS4SESSION PLAN5

PURPOSE OF EFFECTIVE WRITING8Activity What your messages reveal about you and your company9

DIFFERENT STYLES OF CORRESPONDENCE AND CSU TEMPLATES10Exercise Critique and then create a CSU memo12Exercise Critique then create a CSU letter16Workplace Learning Activity Creating a business case made simple18

WRITING FOR A PURPOSE20Exercise How to start: Planning your writing22

ENSURING PROFESSIONAL DOCUMENTS25Exercise Quick Grammar Exercise25

COMMON BUSINESS REPORTING LANGUAGE32

EFFECTIVE EMAILS34Exercise Email Best Practice Guidelines34

REVIEWING AND PROOFREADING: CSU STYLES AND STANDARDS37Quick tips to help in editing your writing38Workplace Learning Activity RMIT Writing tips interactive exercise40

REPORT WRITING: PURPOSE, PLANNING & STRUCTURE43Workplace Learning Activity Student Services Learning Guides43Reading Division of Library Services Guidelines on Monthly Quarterly and Annual Reports45Group Exercise Critique a Report Example61Workplace Activity Initiative Proposal Web Form63

REPRESENTING DATA VISUALLY64Group Exercise Draft an Outline & Monthly Report69

REFERENCING STYLES AT CSU70

COMMON ABBRIEVIATIONS71

QUOTATIONS72

ADMITTING BIASES AND WEAKNESSES OF YOUR REPORT73

QUICK TIPS FOR REPORT WRITING74

FURTHER TOOLS, TEMPLATES AND RESOURCES76

LIST OF APPENDICIS76

LIST OF REFERENCES AND FURTHER READING76

I N T R O D U C T I O NP a g e | 7

PART 1: BUSINESS WRITINGPURPOSE OF EFFECTIVE WRITING

Why write?In business, in the workplace, and in our personal lives, we all stand to benefit from more effective communication skills. Writing is essential to communicate your message clearly and professionally and to incite action in those who you supervise, work with and require action from.

Many in the workforce today struggle with the basics of writing including grammar, spelling and punctuation and this is what can hold them back and reduce their confidence when it comes to business documents. The style and skills required for formal business writing are best developed by practice and experience, but with the right tools and know-how it is not hard to improve.

The objective of communication is not the transmission but the reception.Source: Dr Gerard M Blair (1991 1993)

Adjusting writing style to suit topic and reader requirements

You must adapt the content, tone and language of your documents to the situation (context)and intended audience of your communication.

Some business documents and topics require more formal language than others. If unsure seek clarification before starting. For example, documents such as briefing notes, proposals, operational reports and scientific/research reports will require more formal language than memos to the social committee or emails to colleagues.

Use you more than you use I or we.Use a writing style that is appropriate to the readerWrite from the readers point of view, focus on their needs as well as benefits to them.

Example:

WRITERS VIEWPOINTREADERS VIEWPOINT

Ourcopiermakesthebest copies on the market today.Your copies will be the best youve seen, when youuse our copier.

Consider these factors about your readers before composing your draft:

Personality type:Technical level:Operational role:

detail-orientedexpertultimate authority

pragmaticinformeduser

consensus-orientedinitiatedgatekeeper.

visionary.uninitiated.

Based on: Flanagan, S. (2007), Business Writing Skills. For CSU Division of Human Resources Page 9.

P U R P O S E O F E F F E C T I V E W R I T I N GP a g e | 9

Activity What your messages reveal about you and your company

With business writing, the pressure is on to communicate a clear and concise message with consideration for the reader in mind.

When you are writing a business letter, you want to enhance not only your image but your companys image as well. Although it seems unfair, the truth is readers will equate weaknesses in your letters with weaknesses in you, or your company. What impressions do you get from business writing with the following characteristics?

CharacteristicImpressions

Typographical and spelling errors

Stiff & formal writing style

Lots of big, complex words

Very short, concise sentences

Smudges on paper, tiny margins and weird spacing between lines

Source: Flanagan, S. (2007), Business Writing Skills. For CSU Division of Human Resources Page 7.

DIFFERENT STYLES OF CORRESPONDENCE AND CSU TEMPLATES

In this section we will discuss briefly the memo, email (covered in more detail later in the module), business letters, business cases, minutes and agendas, as well as media releases. Examples of CSU templates are provided for all when available.

MEMORANDUM (MEMO)

A memorandum (memo) is a piece of correspondence used within an organisation or among various branches or divisions of the same organisation. A memo is usually sent through internal mail or via e-mail.

Structure of the Memo

Organisation name, usually contained in the letterhead.

Memo or Memorandum at or near the top of the page.

To:Use the readers full name with any professional title such as Dr but without thecomplimentary titles of Mr, Ms or Mrs.

If you are sending the memo to several people, list them after To. If the list is longer than adozen names, place it at the end of the memo and reference it on the To line. For example:

To: See distribution list on page 6.

From:The writers name and professional title go after this heading.

Date:Dating a memo gives the organisation a record of its correspondence.

Subject: State the topic in a few words but make sure it communicates the point of the memo. E.g. Changes in Employee Medical Benefits is more specific than Employee Benefits Program.

NOTE: The order and placement of these headings may vary from organisation to organisation.

The To line eliminates the need for a salutation (e.g. Dear Mrs. Bernstein).

MessageThe content of the memo should consist of a concise introduction, one or more middle paragraphs conveying the details, and perhaps a brief conclusion. Some memos are as short as one paragraph, or even one sentence. Memo length is determined by the purpose and audience.

Memos longer than two pages generally have a more formal structure than shorter ones. A long memo should have the following sections:

A summary, placed at the beginning of the memo, should condense the subject to five or ten lines. It should not contain jargon or highly technical language.

D I F F E R E N T S T Y L E O F C O R R E S P O N D E N C E & C S UT E M P L A T E SP a g e | 21

The introduction states the memos purpose and scope. You may add a paragraph or two of background material if the reader needs more information. The introduction may also be used to ask or answer key questions, thank the reader, or give good news such as the approval of a proposal. If you must refuse a request or reject an offer, use the introduction to establish your reasons before saying no.

Discussion. You can use various headings to separate your information into sections: e.g. statement of the problem, approach to the problem, analysis, evaluation, conclusion and recommendations. The facts of a situation need to be accurately identified and presented, and the arguments need to be reasoned and supported carefully.

The conclusion summarises the main points and discusses what action is required of the readers.

The From line eliminates the need for a complimentary close (e.g. Yours faithfully).

Writers initials a memo is completed by the writers initials, not his/her signature,immediately after the last sentence.

Distribution list names on the distribution list are usually typed in alphabetical order. However, if one of the individuals clearly outranks the others, place that name first.

Attachments if you have attachments, you may list them at the top of the memo or at the end.

Copies a duplicate copy of the memo should be held for future reference.

Sources:Barrass, R. 2002, Writing at Work: A Guide to Better Writing in Administration, Business and Management, Routledge, London, pp.40-41.Baugh, L.S., Fryar, M. & Thomas, T. 1986, Handbook for Business Writing, National Textbook Company, Lincolnwood, Illinois, pp.119-124.Searles, G.J. 1999, Workplace Communications: The Basics, Allyn & Bacon, Boston, pp. 32-33.

What a CSU memo should look like

Read carefully the CSU Style Manual guidelines and view the memo template overleaf which can be found at:

http://www.csu.edu.au/division/marketing/stylemanual

Exercise Critique and then create a CSU memo

Using the documents you have sourced from your area during the preparation for this module, critique your example memo with your group. Review and provide feedback as if you were the writers supervisor. Re-write the memo as you believe it should be.

EMAILS

Emails have quickly become the communication mode of choice as it is quick, reliable and you have the ability to send attachments and/or links to documents.

What a CSU Email Should look likeWhen composing an email please carefully consider sensitivity and discretion. CSU Guidelines for Email Best Practice are available in the CSU Administration Manual. See Appendix 1.

To maintain a minimum standard visual presentation in the use of email for internal and external University communications, staff are advised to establish official email contact details (also known as an email signature) that are consistent in format, well-presented, easy to read and portray the professionalism appropriate to the University. See excerpt below outlining correct email signature format from the CSU Style Manual.BackgroundThe standard white background should be used for all emails sent on behalf of the University. Coloured backgrounds, pictures, patterns, decorative motifs such as scrolls or leaves can be distracting to the reader and may detract from a professional impression.

FontAcceptable fonts are Times New Roman (preferred) or Arial in 10, 11 or 12 point. Font should be navy blue or black only.

Contact detailsThe contact details on an email amount to sending an electronic University business card. They give an email a professional appearance, and provide appropriate official contact information. The standard white background should be used for all emails sent on behalf of the University. Coloured backgrounds, pictures, patterns, decorative motifs such as scrolls or leaves can be distracting to the reader and may detract from a professional impression. Personal statements and messages are discouraged.

First name and surnameThese are written in bold in the same font as the email, two points larger. Cursive fonts for the name should be avoided.

Job titleThis and all categories that follow are written in the same font as the email, plain text.

Division, School, Faculty, Centre or areaCharles Sturt UniversityPostal addressExternal telephone numberExternal fax numberEmail addressCSU web address or URL that directs users to your area

An example: Joe Bloggs EditorDivision of MarketingCharles Sturt University Panorama Avenue Bathurst NSW 2795Ph: 02 6338 4411Fax: 02 6338 4378 jbloggs@csu.edu.au www.csu.edu.au

DisclaimerThe following paragraph should appear at the end of your email signature in standard font, 8 point:

YOU MUST READ THIS NOTICE

This email has been sent by Charles Sturt University (CSU) (ABN 83 878 708 551, CRICOS00005F). This email (and any attachment) is confidential and is intended for the use of the addressee(s) only. If you are not the intended recipient of this email, you must not copy, distribute, take any action in reliance on it or disclose it to anyone. Any confidentiality is not waived or lost by reason of mistaken delivery. The views expressed in this email are not necessarily those of CSU. Email should be checked for viruses and defects before opening. CSU does not accept liability for viruses or any consequence which arise as a result of this email transmission. Email communications with CSU may be subject to automated email filtering, which could result in the delay or deletion of a legitimate email before it is read at CSU.

If your email has any relevance to CSU courses offered to international students withinAustralia, please include this optional sentence.

Optional: The Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS) Provider Numbers for Charles Sturt University are 00005F (NSW), 01947G (VIC) and 02960B (ACT).

Source : http://www.csu.edu.au/division/marketing/stylemanual/appli/email.html

THE BUSINESS LETTER

A letter is a message written on letterhead paper and addressed to someone outside the organisation. It is usually sent through the mail.

The body of the letter is made up of the introduction, middle and conclusion. The introduction opens the letter, establishes rapport and acknowledges any previous correspondence or contact. The middle of the letter contains all details and information. The conclusion outlines any actions and/or information required along with a polite ending.

Optional parts to a business letter may include an attention line (if you wish to use an attention line place it two returns below the readers address), subject line/reference initials/reference number (placed two returns below the salutation), enclosure, file number, senders telephone number, email or website details.

Source: Flanagan, S. (2007), Business Writing Skills. For CSU Division of Human Resources Page 16

Types of letters

good news letters inquiry, request, acknowledgement, introduction to someone/somethingcover, thank-you and acknowledgement lettersletter to refuse an invitation or request - start with your appreciation for the invitation or request, give a full explanation of why you are refusing, close by expressing interest in the person/organisation or with well wishes for the event. bad news letter - open with a courteous greeting, explain the situation, state the bad news, close with a positive paragraph ie how they could improve, encouraging them to apply again in the future.Problem, denial or complaint letter.

General Letter Template